Live Ops Advisor - instashop

Delivery Hero
Cairo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1+ yearsSkills: ["Communication","Problem-solving","Attention to detail","Independent work","Teamwork","Fast-paced adaptability","Flexible scheduling"]

Provide customer service and support to instashop’s on-ground operations by resolving rider and picker issues across delivery journeys. Handle inquiries via calls, emails, and chat covering deliveries, payments, technical problems, and complaints. Monitor and assist orders that need attention, troubleshoot basic issues with order management systems, and escalate repeated failure patterns or operational inefficiencies. Maintain accurate interaction and resolution records and partner with operations and customer service to improve support workflows.

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FursaFursa
Delivery Hero
Delivery Hero
2 days ago

Live Ops Advisor - instashop

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Provide customer service and support to instashop’s on-ground operations by resolving rider and picker issues across delivery journeys. Handle inquiries via calls, emails, and chat covering deliveries, payments, technical problems, and complaints. Monitor and assist orders that need attention, troubleshoot basic issues with order management systems, and escalate repeated failure patterns or operational inefficiencies. Maintain accurate interaction and resolution records and partner with operations and customer service to improve support workflows.
Location: Cairo
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Respond promptly and professionally to rider and picker inquiries related to deliveries, payments, technical issues, and complaints via calls, emails, and chat.
  • •Review and support orders needing attention; help riders and pickers handle orders efficiently and troubleshoot fulfillment issues.
  • •Identify and escalate repeated patterns of failure points, system-related concerns, or operational inefficiencies to the Escalations team or relevant stakeholders.
  • •Provide remote support with basic technical troubleshooting for order management systems, applications, and connectivity issues.
  • •Maintain accurate records of rider and picker interactions, issue resolutions, and compliance reports; collaborate with operations and customer service to improve support workflows.

Key Requirements

  • •High school diploma or equivalent; bachelor’s degree preferred.
  • •Minimum 1+ years of experience in rider support or dispatch roles.
  • •Strong communication skills in English and Arabic (verbal and written).
  • •Ability to work flexible hours, including weekends and holidays.
  • •Strong problem-solving skills and attention to detail; able to work independently and as part of a team.
Experience:1+ years
Skills:CommunicationProblem-solvingAttention to detailIndependent workTeamworkFast-paced adaptabilityFlexible scheduling
Languages:EnglishArabic
Tech Stack:Order management systemsApplicationsConnectivity issues

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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